I always had a passion for marketing, advertising and public relations. This stemmed from when I was a child. My first internship was when I was 14 years old with Warner Music Canada. From that, I followed my passion and took “Marketing & Promotion Management” at Grant Macewan University. Following this, I did a year long internship in Los Angeles at the “Agency Group” where I assisted with tour bookings, and soundtracks. After returning from LA, I took Marketing at the University of Okanagan. I made a return to Edmonton where I began my career in marketing. I have a large casino marketing background, as I was the Marketing, events & entertainment coordinator at River Cree Resort and Casino for 4 years, and then became the Marketing specialist for Gateway Casinos (Baccarat and Palace Casino in Edmonton). I have been with SilverBirch Hotels & Resorts for almost two years, and am thrilled with the new hotel openings, and all of the exciting changes that I have got to experience and participate in.
SBHR: What value is most important when you think about social media?
JR: The SilverBirch value that is most important when thinking about social media, and all that is involved with it is Growth/Move forward. I think that it is so important for companies and organizations to keep up with current market trend, find new ways to connect and share with our customers and to speak directly with our guests. It is extremely important and beneficial that we keep up and constantly find new ways to grow with our online presence, and our social media presence.
SBHR: In your role you are planning for different social media sites as well as different venues. What value do you keep top of mind when juggling these different experiences?
JR: When juggling the multiple experiences and social media sites the value I keep top of mind is Engagement/Care. The most important role of a social media administrator is to engage the guests/customers. The most important way of doing this, is keeping them connected– by information and promotion of the DoubleTree by Hilton West Edmonton/Mayfield Dinner Theatre/Stages Kitchen & Bar, current trends and local news. Each page has a different demographic, and it is my responsibility to determine who that demographic is, and what they want to see from our page.
SBHR: what do you “value” the most in your role?
JR: The most important to me in my role is Quality. Giving our guests a superior experience by delivering service that goes beyond what they expect. Giving time sensitive replies to questions/comments/concerns, going above and beyond when I hear a great story regarding one of our products on social media, and making the guest feel special, and that they are appreciated and are being heard.
SBHR: You are involved in the transition and opening of a new property with the DoubleTree Hotel & Conference Centre West Edmonton, what value(s) has/have been most helpful to you in this process?
JR: The SilverBirch value that has been most helpful to me in the process of this extensive renovation and re-branding has been Performance/Do it well. We work everyday to become better at what we do. We do this through clearly defined goals and training to help us get there. With the re-branding of the former Mayfield Inn & Suites to the all new DoubleTree by Hilton™ West Edmonton, we have had to implement a second set of values (The DoubleTree values) into our everyday work, in addition to the SilverBirch values. We are all so thrilled at about the opening of our brand new property and ecstatic about all of the exciting things that being a DoubleTree by Hilton means. We have been through a lot of Hilton training, and Hilton University and, to me, the most important DoubleTree mission statement truly is “Where the little things mean everything” because in the hospitality industry, it is the number one most important thing.
SBHR: Of all of our values, which one influences your day to day activities the most?
JR: Integrity is the SilverBirch value that influences my day to day activities the most. We proudly stand behind all we do and say. We are professionals who can be trusted. This is extremely important in all positions in the hospitality industry, but especially in marketing. Having integrity in all of our marketing pieces is key to me, as we must be proud and believe in our product, to be able to promote it in the best way.
SBHR: What is the most rewarding social media experience you have encountered?
JR: The most rewarding experience I have encountered from administering our social media accounts, is interacting with our Facebook friends on a daily basis, especially on our Mayfield Dinner Theatre account. Hearing stories from our guests about family dinners, and experiences, receiving gifts for Christmas, anniversaries, and experiencing all of these special memories with our guests over the years truly is a unique experience.